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ITIL 4 Specialist: Create, Deliver and SupportExam Sample Questions (Q41-Q46):

NEW QUESTION # 41
To stay ahead of its competition, an organization's leadership team is focused on ensuring that product innovations reach customers quickly. A team is discussing how it can leverage value stream mapping in support of this goal. The team wants to improve the entire end-to-end value stream.
Which improvement is MOST LIKELY to improve the entire value stream?

A. Minimizing handoffs between specialists within a development team
B. Reducing the time spent assessing and approving changes
C. Reducing the time it takes to provide environments for projects
D. Designing a continuous integration/continuous delivery pipeline

Answer: D

Explanation:
Designing a continuous integration/continuous delivery (CI/CD) pipelineimproves theentire end-to-end value streamby enabling faster, automated delivery of product innovations to customers.

NEW QUESTION # 42
An organization has found that a significant amount of rework is required, because tickets are escalated from the service desk team to higher tiers of support. This rework causes delays and results in recurring incidents as service desk agents rarely see how incidents are resolved.
Which approach can be used to reduce this rework and its consequences?

A. Train agents to capture the information required by each support team
B. Use swarming to improve collaboration and validate information
C. Limit the use of tickets to major and high-priority incidents
D. Validate the data, when tickets are being created by service desk agents

Answer: B

Explanation:
Using swarmingimprovescollaborationbetween service desk agents and support teams, allowing real-time knowledge sharing, better information validation, and reducing rework and delays.

NEW QUESTION # 43
A service desk team acts as a single point of contact for its users Service desk team members are the first-line support however if they are unable to resolve the incidents, they are escalated to second-line support. This tiered support structure has resulted in large queues of unresolved tickets.
Which concept or approach would help the organization resolve this situation?

A. Outsourcing
B. Swarming
C. Advanced analytics
D. Results-based measurement

Answer: B

Explanation:
Swarminginvolves bringing together specialists from different areas to collaborate immediately on incidents without rigid escalation tiers, helping to reduce queues and speed up resolution.

NEW QUESTION # 44
Which of the following involves consideration of the skills and availability of both internal and external resources?

A. Shift-left approach
B. Swarming
C. Triage prioritization
D. Build vs buy

Answer: D

Explanation:
Build vs buyinvolves evaluating the skills and availability of both internal and external resources to decide whether to develop a solution in-house or acquire it from an external provider.

NEW QUESTION # 45
Which statement about collaboration is CORRECT?

A. Collaboration is most useful for standardized work
B. Collaboration should be used instead of swarming or
C. Collaboration can be enforced by aligning metrics between teams
D. Collaboration focuses on the organization's goals

Answer: D

Explanation:
Collaborationis fundamentally aboutfocusing on the organization's goals, ensuring that different teams and individuals work together toward shared outcomes.

NEW QUESTION # 46
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